Dear Brainwave3D community,
today we want to let you know about an important correction to our recently launched loyalty program.
When our new points system was technically implemented a few weeks ago, a technical error occurred on the side of our external service provider. This import error caused more than 80% of our customers to receive significantly more loyalty points than intended. As a result, many of you were automatically placed in higher loyalty tiers that didn't match your actual order history.
What does this mean for you?
The error has now been fixed and all points balances have been reset to the correct values. This means your loyalty tier may have changed, for example from tier 3 back to tier 1, where you actually stand.
Important note about the start date: The loyalty program counts orders placed from August 10, 2025, the official start date of our new rewards program. We know that some of you have been ordering from us for years and were already loyal customers in our old shop. Of course we understand that you'd like those earlier orders to count as well. Unfortunately, this isn't possible for technical reasons: the different database structures of our old and new shop systems don't allow retroactive integration. On top of that, the loyalty program is a completely new feature that didn't exist in the old system at all. But don't worry: since August 10, all customers have the same fair starting conditions, and from here you can work your way up to the attractive benefits of the higher tiers!
We understand that this correction may come as a surprise. The good news: any benefits you've already used because of the error remain yours, of course. From now on, the loyalty program works as originally planned, and you can keep collecting points with every order and move up tier by tier.
What happens next?
Your current, corrected points balance is now visible in your customer account. From here, you'll collect new points with every order and work your way up to the higher tiers, this time the right way.
Thank you for your understanding regarding this necessary correction. If you have any questions about your points balance, our customer service team in the Help Center is happy to help.
Kind regards,
Your Brainwave3D team
